Biographical Information
Denis Pombriant
founder and managing principal, Beagle Research Group

Denis Pombriant, is the founder and principal analyst of Beagle Research.Throughout a twenty–five year career in the software industry Pombriant has held multiple sales and marketing management positions in emerging companies. In 2000 Pombriant joined Aberdeen Group as a senior analyst and, over the course of the next four years, became one of the leading voices in CRM and on–demand technology. At Aberdeen Pombriant held positions of research director and vice president of the CRM practice.

Through his research and writing Pombriant identified several inflection points in the CRM market including the tipping point for acceptance of the on–demand model. His forecasts have accurately predicted the rise of platform computing several years ahead of the market.


Pombriant founded Beagle Research in January 2004 and continues to pursue an active schedule of research, writing and public speaking. His active CRM research areas include social media and communities, sales and marketing, delivery models including SaaS and Platform as a Service (PaaS).

Articles By Denis Pombriant
Thanks to machine learning and AI, bots today can usually give customers what they want.
Posted 29 Sep 2017 [October 2017 Issue]
Analytics and machine learning are changing the way we think about e-commerce and CRM systems
Posted 29 Jun 2017 [July 2017 Issue]
Empathy in an agent is great, but so is a take-charge attitude.
Posted 27 Mar 2017 [April 2017 Issue]
This New Year, let's look past 2017
Posted 01 Jan 2017 [January 2017 Issue]
Lawmakers need help understanding and communicating with their customers (i.e., constituents)
Posted 01 Oct 2016 [October 2016 Issue]
Don't forget to fill it with people and process!
Posted 01 Jul 2016 [July 2016 Issue]
In the era of digital disruption, new tools can help you strive for authenticity
Posted 01 Apr 2016 [April 2016 Issue]
Ginormous switching costs mean that you should adopt a process orientation—immediately
Posted 01 Jan 2016 [January 2016 Issue]
It's what happens before and between transactions that will make your company stand out
Posted 01 Oct 2015 [October 2015 Issue]
With the help of journey mapping and analytics, you can engineer the customer experience from the customer's point of view.
Posted 13 Aug 2015
Modeling the end-to-end process can help avoid dead ends
Posted 30 Jun 2015 [July 2015 Issue]
Software puts a wide-angle lens on the business process.
Posted 01 Apr 2015 [April 2015 Issue]
Manage by exception to zero in on buyers' needs.
Posted 01 Jan 2015 [January 2015 Issue]
An outdated method breeds frustration—and innovation
Posted 01 Oct 2014 [October 2014 Issue]
The technology that changed business is now being changed by business.
Posted 01 Jul 2014 [July 2014 Issue]
Gaining insight from your data means rethinking its definition.
Posted 01 Apr 2014 [April 2014 Issue]
Gain a clear understanding of the state of your sales pipeline
Posted 01 Jan 2014 [January 2014 Issue]
All we know now is just a dress rehearsal.
Posted 01 Oct 2013 [October 2013 Issue]
As with baseball, customer service is a waiting game.
Posted 01 Jul 2013 [July 2013 Issue]
Why Mark Zuckerberg is not the father of social networking.
Posted 01 Apr 2013 [April 2013 Issue]
What works within companies might call for caution with customers.
Posted 01 Jan 2013 [January 2013 Issue]
All data may not be equal, but it may be equally important.
Posted 01 Jul 2012 [July 2012 Issue]
Incorporating video into your customer outreach is as simple as 1, 2, 3.
Posted 01 Apr 2012 [April 2012 Issue]
Subscription services lead the business revival
Posted 01 Jan 2012 [January 2012 Issue]
Lessons from the winners: go big, aim high.
Posted 01 Dec 2011 [December 2011 Issue]
What does the customer want? versus What does it cost?
Posted 01 Oct 2011 [October 2011 Issue]
The need to reduce travel spurs front-office solutions
Posted 23 Jun 2011 [July 2011 Issue]
The technologies will play a bigger role in everyday business processes and mobile devices
Posted 17 Mar 2011 [April 2011 Issue]
Make sure you're delivering messages that customers want to hear
Posted 31 Dec 2010 [January 2011 Issue]
Sustainability, in all its forms, may be the industry's next big thing.
Posted 14 Sep 2010 [September 2010 Issue]
Eventually, you have to start buying your competitors' clients.
Posted 09 Jun 2010 [June 2010 Issue]
Customers can get support from a variety of sources. They only get service from you.
Posted 10 Mar 2010 [March 2010 Issue]
An evaluation of the changes wrought by Salesforce.com's Marc Benioff.
Posted 01 Nov 2009 [November 2009 Issue]
CRM is changing, evolving to suit the demands of the moment.
Posted 01 Sep 2009 [September 2009 Issue]
Active engagement gives us a chance to better understand the customer.
Posted 01 Jun 2009 [June 2009 Issue]
The rebirth of layaway in an age of automation.
Posted 01 Feb 2009 [February 2009 Issue]
The notion of Peak Oil has more to do with CRM than you think.
Posted 01 Dec 2008 [December 2008 Issue]
The innovation you seek may come from your customers.
Posted 01 Sep 2008 [September 2008 Issue]
After years of trying, CRM still hasn't got a single place to capture and analyze relevant customer data.
Posted 01 Jun 2008 [June 2008 Issue]
Reconsidering the life cycle of customer interaction.
Posted 01 Mar 2008 [March 2008 Issue]
New systems will unleash a new round of creativity in business applications.
Posted 01 Dec 2007 [December 2007 Issue]
The real problem with contact centers runs deeper than you might think.
Posted 01 Sep 2007 [September 2007 Issue]
Wireless SFA solutions require access to data on a broader array of applications on larger platforms.
Posted 01 Jun 2007 [June 2007 Issue]
Experience be damned--creating a customer community is the best way to win wallet share.
Posted 01 Mar 2007 [March 2007 Issue]
A conflict is brewing between groups focused on managing costs and those focused on generating profit.
Posted 01 Dec 2006 [December 2006 Issue]
Change in computing will not be limited to technology--it will influence business models for every company competing in the traditional software arena.
Posted 01 Sep 2006 [September 2006 Issue]
New technologies help improve sales processes, but companies are not focusing enough on fundamentals.
Posted 01 Jun 2006 [June 2006 Issue]
The next step in CRM is to incorporate customer feedback.
Posted 01 Mar 2006 [March 2006 Issue]
It's time to alter how we think about financial rewards from technology investments--not all rewards are tangible.
Posted 01 Dec 2005 [December 2005 Issue]
Business process management, flexible hosted solutions, and return on customer will drive business decisions.
Posted 01 Aug 2005 [August 2005 Issue]
Popular Articles

Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us